Lumi Frames terms of sale and use

These Lumi Frames terms apply when you use lumi-frame.com and when you buy a frame or a service from us. By using the site or placing an order, you agree to them. Our shipping policy, returns policy, warranty and privacy policy form part of these terms, so please read them together.

Who we are

This website and store are run by Lumi Frames ("Lumi Frames", "we", "us"). You can contact us at hello@lumi-frame.com or through the contact form.

When the Lumi Frames terms apply

Parts of these terms apply to everyone who visits the site, and parts apply only when you place an order or use our custom or mounting services. Nothing in them limits rights you have under consumer protection laws that apply to you and that can't be changed by agreement.

Using this website

You may browse, read and share links to any page. When you use the site, please don't:

• use it for anything unlawful, fraudulent or harmful;
• try to get around its security, access parts that aren't public, or interfere with how it works;
• send automated requests at a volume that overloads the site (search and indexing crawlers that behave reasonably are welcome);
• upload files containing malware, or send spam or content you don't have the right to share through our forms; or
• pretend to be someone else when you contact us or place an order.

We may block access or ignore submissions that break these rules.

Product information

We describe our frames as accurately as we can, but please keep the following in mind:

• Colors and light effects may look different on screen. Screens, room lighting and cameras all change how light looks, so a frame will never look exactly the same in person as it does in a photo or animation.
• Some images are placeholders. Until we have final photos for every product, some pages show an illustration or a photo of a different Lumi Frames model. On product pages, a caption tells you when a photo shows a different model.
• Sizes and specifications are given in good faith and may vary slightly within normal manufacturing tolerances. LED life figures are manufacturer ratings, not guarantees.

If a detail matters to you, such as the exact outside dimensions for a particular wall, ask us before you order. If something you ordered changes materially before we ship it, we'll tell you and you can cancel for a full refund.

Prices and currency

All prices are in US dollars (USD). If you pay with a card issued in another currency, your bank or card issuer converts the amount and may charge a fee; we don't control those charges. Shipping rates are listed on our shipping page. We may change prices at any time, but the price you pay applies to your order. If we listed a price by obvious mistake, we'll contact you before shipping, and you can either pay the correct price or cancel for a full refund.

Orders and acceptance

There are two ways to order:

1. Buy online. Where a Buy button is shown, it opens a secure payment page run by Stripe. After you pay, Stripe emails you a receipt.
2. Send an order request. Where the button says "Request this frame", or for custom and bulk orders, you send us the details through our forms. We reply with the total, a delivery estimate for your country and a secure Stripe payment link.

Your payment is an offer to buy. A binding contract forms when we confirm by email that we've accepted your order, or when we ship it, whichever happens first. The Stripe receipt confirms your payment, not our acceptance. We may decline or cancel an order, for example if an item is unavailable, a price was listed by mistake, we can't ship to your address, or we suspect fraud. If we do, we refund everything you paid to your original payment method.

If you need to change or cancel an order, contact us as soon as possible. We'll do our best to help if your frame hasn't shipped yet. Custom work that has already started may not be cancellable.

Payment

Payment is taken in full when you order, through Stripe. Your card details go directly to Stripe; Lumi Frames never sees or stores your full card number. Stripe's own terms and privacy policy apply to the payment itself. If a payment is later reversed or disputed, we may hold or cancel the order until it's resolved.

Taxes, duties and international orders

• If sales tax or a similar tax applies to your order, it is shown before you pay.
• For deliveries outside the United States, our prices and shipping rates don't include import duties, import taxes (such as VAT or GST charged at import) or brokerage fees.
• Unless we tell you otherwise in writing before you pay, you are the importer of record. That means you're responsible for these charges and for meeting your country's import rules.
• The carrier may collect duties and taxes before or on delivery.
• If you refuse a delivery because of these charges, the return shipping cost and any charges we incur may be deducted from your refund.

Shipping and delivery

In-stock frames usually leave us within 1–3 business days. Delivery times on our shipping page are estimates, not guarantees. Ownership of and responsibility for the frame pass to you when it is delivered to the address you gave us. If your frame arrives damaged, keep the packaging and contact us within 7 days with photos, as described in the shipping policy.

Returns and refunds

Standard frames can be returned within 30 days of delivery. If you change your mind, you pay the return shipping; if a frame arrives defective or damaged, we cover it. Custom, personalized and made-to-order frames can only be returned if they are defective. The returns policy has the full conditions and steps.

Warranty

Lumi Frames come with a 2-year warranty against defects. Our warranty page explains what is covered and how to make a claim. The warranty is in addition to any rights you have under consumer law, including implied warranties that the law doesn't allow us to exclude. Please use your frame as described in the instructions that come with it and in our setup and care guidance.

Custom orders

Custom orders include frames made to a special size or design, and frames printed or built with images, artwork, logos or text you provide.

• Quotes and approval. We quote based on the details you give us. If those details change, the price or timing may change too. We start work once you approve the design and pay.
• Timing. Custom frames take longer to make. We confirm a delivery estimate before you pay. If it changes, we tell you right away, and you can choose to wait or cancel for a full refund.
• Your images and content. When you send us images or other content, you confirm that you own them or have permission to use them this way, and that they don't break the law or anyone else's rights. You keep ownership. You give us permission to copy, resize, crop and print them only to quote for, make, ship and support your order.
• Content we can't produce. We may decline content that we believe is unlawful, infringes someone's rights, or is hateful or abusive. If we decline after you've paid, we refund you in full.
• Print quality. Results depend on the files you send. If a file looks too small or low in quality for the size you want, we'll tell you before printing.
• Returns. Custom items are made for you, so they can't be returned for a change of mind. They are covered by the warranty against defects.
• Responsibility for content. To the extent the law allows, you are responsible for claims made against us because content you supplied infringed someone else's rights.

You can start a brief on our custom frames page.

Send Us Your Piece mounting service

With Send Us Your Piece, you send us your own poster, print, jersey or keepsake, and we mount it in the Lumi Frames you choose and ship it back. The service costs $499 in addition to the price of the frame.

• Please don't send anything until we've replied to your request with a confirmation and the shipping address. If we find a problem when your piece arrives, we'll contact you before doing any work.
• You confirm that you own the piece or have permission to have it framed.
• Pack your piece carefully and send it with a tracked shipping service.
• To the fullest extent permitted by law, Lumi Frames is not responsible for any loss of, damage to, or destruction of items you send us — including while in transit to us, while in our possession, and while being shipped back to you. Please do not send irreplaceable originals, and insure the shipment for its full value with your carrier.
• Once work on your piece has started, the service fee can't be refunded. The frame itself is covered by our warranty.

Our content and brand

The text, photos, illustrations, diagrams, design and the Lumi Frames name and logo on this site belong to Lumi Frames or the people who licensed them to us, and are protected by intellectual property laws. You're welcome to quote short passages with a link back to the page. Otherwise, please don't copy or republish our content, or use our name or logo in a way that suggests we endorse you or your products, without our written permission.

Other websites and services

Our site links to services and websites we don't run, such as Stripe's payment pages, shipping carriers' tracking pages and the sources cited in our guides. Their own terms apply, and we aren't responsible for their content or how they work.

Limitation of liability

To the fullest extent the law allows:

• Lumi Frames is not liable for indirect, incidental, special or consequential losses, or for lost profits or lost data, arising from your use of the site or our products;
• our total liability for any claim about an order is limited to the amount you paid for that order; and
• the site is provided "as is", and we don't promise it will always be available or free of errors.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law doesn't allow us to limit. Some states and countries don't allow the exclusion or limitation of incidental or consequential damages, so some of these limits may not apply to you.

Governing law and disputes

These terms are governed by the laws of the state where Lumi Frames is organized and by applicable US federal law, without regard to conflict-of-law rules. If you are a consumer living elsewhere, you keep the protection of any mandatory laws of the place where you live, and you may be able to bring a claim in your local courts. If you have a problem, please email us first. Most issues can be settled quickly and informally.

Changes to these terms

We may update these terms from time to time and will change the "Last updated" date at the top of this page when we do. The version in effect when you placed an order applies to that order.

General

If any part of these terms is found to be unenforceable, the rest still applies. If we don't enforce a term straight away, we can still enforce it later. These terms, together with the policies linked above and anything we agree with you in writing for a custom order, are the whole agreement between you and Lumi Frames about your order.

Contact

Questions about these terms? Email hello@lumi-frame.com or use the contact form. We reply within 1 business day.